SCALE SUPPORT ACCOUNT MANAGER - TECHNICAL SUPPORT (CONTRACT) Location: Dublin 4 Contract: until January 2027 with view to extension Work Model: Hybrid Salary: 65-75K per annumROLE OVERVIEWWe are seeking an experienced Scale Support Account Manager (Technical Support) to join our global tech client based in Dublin 4.As a Scaled Support Account Manager in a growing globally distributed function you will play a crucial role in building programs that support and nurture several partners and customers.You measure yourself by the value you help these partners and customers create to become our strongest advocates.This role will own one to many customer engagement strategies for our long-tail customers.The ideal candidate is someone who has serviced customers with high expectations using an enterprise product.This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.RESPONSIBILITIESAct as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when requiredOwn and engage with a growing portfolio of 100+ partners and direct clientsWork closely with product and engineering teams to ensure high customer satisfactionCollaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experienceMaintain and report customer account health and other key metricsEnsure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectationsWork closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with themWork with the global Support team and XFN partners to improve efficiency and quality of Support processes and toolsAnalyze tickets and provide recommendations that improve the customer experience.Build relationships with Product and Engineering teams to improve the product and advocate for customer needsAbility to travel internationally as neededREQUIRED SKILLS & EXPERIENCEIdeally 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account managementExperience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIsExcellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audienceExcellent analytical skills to accurately respond to customer and partner needs at scaleAbility to build relationships and effectively leverage them to remove blockers and expedite workDemonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalationsLeverage tools and technology to deliver value to multiple accounts at once through one to many programsAbility to embrace the mindset of continuous improvement and actively contribute to processes that help scale the serviceExperience using operational metrics on a daily/weekly/monthly basis to prioritize and move to actionIdeally 2+ years of experience in working in scaled account management programs in mid-market or enterprise companiesProject Management experience preferred, or commensurate certificationIncident and Escalation management best practicesIf the role is of your interest, get in touch via email for more details.If you are interested in other roles or career change, please do not hesitate to contact me too.Adecco is an equal opportunity employer.Adecco Ireland is acting as an Employment Business in relation to this vacancy.